Customer Service Project Manager

Frank Owen **** Front Royal Drive, Colorado Springs, CO - 719-***-****

http://www.linkedin.com/in/owenf – *****.****@*****.***

Experienced Technology Leader

Summary

Results-driven IT professional with success directing a broad range of corporate IT initiatives while participating in planning,

analysis, and implementation of solutions in support of business objectives. Always looking for cost saving measures while

improving the end users experience. Proficient in leading all stages of system development efforts, including requirements

definition, design, architecture, testing, and support.

Work Experience

Senior IT Manager March 2011 to Present

Xerox – Colorado Springs, CO

Other Positions Held: IT Manager

Hands on senior technologies management supporting three 24/7 call centers with 2000+ employees. Autonomous

control including project planning, securities, implementation, disaster recovery and standardizati on of processes and

procedures. Responsible for installing and maintaining, all internal server systems (ISA/Forefront, DNS, DHCP, etc).

Standardized Environment: Worked with site leadership and direct reports to develop new processes and procedures

for internal guidelines and policies as well as streamline and impr ove processes already in place

Worked with executive IT management and the business to design solutions to increase productivity/profitability

Introduced virtualization to remove legacy hardware while accelerating new server rollouts

Improved the customer audit score from one of the worst to the best in the network

Managed all local facility issues finding opportunities to save money while improving the environment

Transitioned from a Windows XP/Server 2003 environment to a Windows 7/Server 2008 R2 environment

Provided IT and facility planning/support for a new client build out of 400 seats

Technology Expansion: Increased the site's ability to perform and exceed client needs

Assistant Vice President, IT August 2007 to March 2011

RMS, an iQor company – Pueblo, CO

Other Positions Held: Supervisor, Technical Support and Development & Technical Support Specialist

Guided strategic planning for 15 domestic locations and 5 international locations totaling more than 3,000 employees .

Managed local and offshore PC support technicians providing coaching and de velopment. Responsible for enforcing

company security policies, as well as ensuring adherence to PCI standards . Additionally responsible for budgeting and

research/development and for technologies that will lead to increased productivity and cost savings.

Key Performance Improvement: Transitioned the support infrastructure from a site to site model to a global support

model

Design and implement a new work-at-home program that grew from 0 to over 80 agents in 6 months

Executed technology upgrades to support 300% site growth in a short period of time

Key member for the migration from a Legacy TDM Siemens PBX to an Avaya VoIP PBX for two sites

Assisted in the Datacenter migration from one outsourced provider to another

Organize and execute a complete network upgrade for two sites of more than 1000 nodes

Frank Owen - Resume

719-***-**** Page 1

Work Experience Cont.

System Administrator April 2002 to January 2007

Child Support Network – Phoenix, AZ

Other Positions Held: Desktop Technician

Managed all levels of Technology on a 50 node windows-based network with 6 servers. Guided Desktop Support Technician with

level 1 issues. Worked with Executive Management on technology initiatives that were designed to lower operating costs while

enhancing employee productivity. Basic operation of a Nortel Meridian 1 Option 11 PBX and a Smart Dial dialing system.

Migrated from a NT4 Domain System to Active Directory lowering administration overhead

Worked with the DBA to implement databases and scripts to automate tasks to increase functionality

Switch communication providers to save more than 60% while adding new functionality and redundancies

Mesa Air Group January 2000 to November 2001

Information System Specialist – Phoenix, AZ

Other Positions Held: Customer Service Representative, Customer Service Supervisor & Customer Service Trainer

Provided Tier 1 and Tier 2 support to 4,000 employees across 100+ locations nationwide. Worked with System Administrators

on upgrades to the server and network infrastructure. Escalated Level 3 issues to senior technicians for resolution.

Assisted in the planning of the migration from Windows NT4 to Windows 2000 Professional

Consolidated from multiple Norton Ghost Images to a single base image file to simplify rollouts

Professional Development

TechVirtuoso.com – Co-Founder/Blogger August 2009 to Present

Co-founded TechVirtuoso as a technology based blog for IT professionals to write about the technology they are passionate

about. Works to form partnerships with IT vendors to allow bloggers access to events like Dell OEM Day and HP Cloud Tech

Day that provide our readership information that main stream media does not cover.

Neowin.net –Community Administrator February 2005 to July 2009

Led the growth and development of one of the "Top 1000 domains on the Internet" (according to Netcraft.com) and one of

the "Top 1000 blogs on the Internet" (according to Technoroti). At departure, site daily unique traffic was around half a million

unique visitors per month. Managed a staff of 50 community leaders and responsible for day to day operations of the site.

Autopatcher.com – General Manager October 2003 to Present

Manage site operations of a leading freeware utility featured in major industry publications like Maximum PC and .Net

Magazine. Work with the project manager, release managers and users to resolve issues, further develop the product and

grow the user base.

Skills & Expertise

Testing and Troubleshooting Problem Identification and Analysis Systems and Network Upgrades

Disaster Recovery Planning New and Emerging Technologies Network Connectivity Issues

Remote Infrastructure Management Systems Integration and Migration Implementation of Virtualization

Problem Resolution and Prevention Managing PCI-DSS Compliance User Training and Support Tools

Frank Owen - Resume

719-***-**** Page 2

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